Ad is valid till: 17 April 2019
ID 587020

Service Coordinator

The successful incumbent will be responsible for logging and managing service calls on a daily basis in line with the department’s targets.


1. Receive incoming phone calls from customers.

  • Answer incoming calls from customers and direct them to the correct department when necessary.
  • Clarify the terms of the customer’s contract and the status of the current account.
  • Assess the customer’s needs telephonically and determine the problem relating to the product in question.
  • Assist the customer in terms of fault finding.
  • Ensure clarification is achieved with the customer on the product problem.
  • Follow up and ensure customer’s issues are appropriately handled.

2. Logging Service Calls

  • Using the in-house programme, log the service call.
  • Select the appropriate Service Agent in relation to the fault reported.
  • Once the call is logged, ensure that the job number is received from the appropriate Service Agent.

3. Following up on pending service calls

  • Ensure that all outstanding jobs has have been actioned appropriately.
  • Ensure that all customers are updated as to the status of their repairs as per the department’s standards.
  • Ensure that the Agents report on spares, problematic sets and physical damage has been received from the Agent.
  • Escalate all problematic calls, sets, spares, risk items to the Technical Supervisor.
  • Where products fall under warranty, ensure that arrangements are made for their repair at the supplier and follow up when necessary.

4. Exchanging of products and remotes

  • On instruction from the Technical Supervisor, book the relevant exchange on the in house programme.
  • Liaise with the relevant Teljoy warehouse in relation to bookings for remote control

5. Training

    • Ensure that your own product knowledge on existing appliances is recent and relevant
    • Update current product specifications and create new product specifications for new products to facilitate training needs.
    • Present and facilitate internal product knowledge training for Teljoy staff on new products.

Education and Experience:

    • Matric
    • Bilingual
    • MS Office, specifically email, Word and Excel
    • 1 year call center experience would be advantageous
    • Customer focused experience

Key Competencies:

  • Target driven with a sense of urgency to get the work done
  • Ability to multi task
  • Self-supervision
  • Assertiveness
  • Focused and disciplined
  • Good telephonic communication skills

To Apply

Whatsapp the keyword "JOB" to 084 243 3389

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